Greenlee Textron Inc

Remote Support Specialist (BB-A7182)

Encontrado en: Neuvoo CR

Descripción:

This role will provide remote technical support to end-user’s regarding operating systems,
enterprise business applications, and miscellaneous software applications. Researches and
troubleshoots end-user issues and provides documented solutions. Responds promptly to enduser issues, is courteous and knowledgeable, and adheres to standards.
In further detail:
> Take ownership and Remotely Resolve Customer's Issues and Requests by following standard guidelines via Phone, Email or Instant Messaging.
> > > Which includes but not limited to; Software Installation, Configuration, Account configuration, Operating System configuration.
> Ensures a timely resolution and/or escalation to non-resolvable issues to higher-level teams
> Issues and Requests not part of standard guidelines are expected to be researched and information gathered is shared among team members.
> Utilize Remote Connection Tools to Resolve Issues and Fulfill Requests
> Respond to IT Service Desk Team's inquiries via Phone, Email or Instant Messaging to support Perfect Execution Team's First Call Resolution.
> Follow Standard Procedures for Proper Escalation of Unresolved Issues to the Appropriate teams
> Document Solution and Communication with the customer in a Standard Ticketing System
> Contribute Knowledge Articles and Propose Possible training opportunities
> Researches, Test and Document Solutions for Standard or Non-Standard Software, Business Applications or hardware questions, issues, problems and failures

Education:
> Graduate of 4 or 5 year course,
> Minimum of 2 years experience as a IT Subject Matter Expert or Local Desk Side Support
> Experience in providing Remote Desk Side Support, a plus
Certifications
> ITIL
> Comptia A+
> Microsoft Office Specialist Education:
> Graduate of 4 or 5 year course,
> Minimum of 2 years experience as a IT Subject Matter Expert or Local Desk Side Support
> Experience in providing Remote Desk Side Support is a plus
Specific Knowledge & Skills
> Knowledgeable in supporting and troubleshooting of Microsoft Windows Operating Systems (7 to latest)
> Knowledgeable in supporting and troubleshooting of laptop/desktop computer
> Knowledgeable in supporting and troubleshooting of Microsoft Office Suite (eg. Outlook, Word, Excel, etc...)
> Knowledgeable in supporting, troubleshooting and configuring internet browsers (eg. Internet Explorer, Chrome, etc...)
> Knowledge in troubleshooting Network Connectivity and VPN related issue
> Knowledge in creating and deploying Ivanti LanDesk packages a plus
> Ability to assess and respond to urgent issues in a competent manner
> Demonstrates desire towards learning new technologies and maintaining industry standards
> Good customer service skills
> Ability to identify, analyze and resolve common technical issues, questions and problems.
> Good organizational skills with the ability to prioritize multiple tasks
> Highly motivated and the ability to work with minimal supervision
> Strong analytical skills with the ability to collaborate and solve problems
> Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone, email or instant messaging).
> Ability to write basic documents (may include email, process documents or procedures).
> Establishes and maintains positive and effective work relationships with co-workers, clients and members

calendar_todayhace 3 días

report

info Full-time

location_on San José, Costa Rica

work Greenlee Textron Inc

Aplicar:
Autorizo expresamente a Términos y condiciones

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